Service Level Agreement

Last Updated: 3/4/2026

1. Overview

This Service Level Agreement ("SLA") describes our commitment to service availability and support for Bhoaz services.

2. VPS Hosting Uptime

2.1 Uptime Guarantee

• Self-Managed VPS: 99.9% uptime
• Managed VPS: 99.95% uptime

2.2 Uptime Calculation

Monthly Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

2.3 Exclusions

Downtime does not include:

• Scheduled maintenance (with 48h notice)
• Customer-caused issues
• Force majeure events
• Third-party service failures
• DDoS attacks beyond protection capacity

3. Service Credits

3.1 Credit Schedule

Monthly Uptime	Credit
99.0% - 99.9%	10%
95.0% - 99.0%	25%
90.0% - 95.0%	50%
Below 90.0%	100%

3.2 Claiming Credits

• Submit request within 30 days of incident
• Provide incident details
• Credits applied to future invoices
• Credits do not exceed monthly fee

4. Support Response Times

4.1 Priority Levels

Priority	Description	Response Time
Critical	Service down	1 hour
High	Service degraded	4 hours
Medium	Non-critical issue	8 hours
Low	General inquiry	24 hours

4.2 Support Hours

• Standard Support: Monday-Friday, 9 AM - 6 PM EST
• Priority Support: Monday-Friday, 8 AM - 10 PM EST
• Critical Support: 24/7 for service-down issues

5. Maintenance Windows

5.1 Scheduled Maintenance

• Notification: 48 hours minimum
• Preferred time: Sunday 2 AM - 6 AM EST
• Maximum: 4 hours per month

5.2 Emergency Maintenance

• Notification: As soon as possible
• Only for critical security or stability issues

6. Project Delivery SLA

6.1 Deadline Guarantee

Projects with guaranteed deadlines:

• Full refund if deadline missed
• See Refund Policy for details

6.2 Communication

• Weekly progress updates
• Response within 1 business day

7. Data Protection

7.1 Backups (Managed VPS)

• Daily backups retained for 7 days
• Restore requests processed within 4 hours

7.2 Data Recovery

Best effort recovery for customer-caused data loss.

8. Modifications

We may modify this SLA with 30 days notice. Changes do not apply retroactively.

9. Contact

SLA inquiries: support@bhoaz.com